IT Service Management (ITSM) Program

Program Narrative

IT Service management skills are in constant demand to assist the transformation of IT from technology focus to service centric organization. This program provides a comprehensive study on planning, designing, implementing, and delivering IT services. Its contents are based on ITIL®, the industry best practice IT Service Management framework. Benefits, challenges, and risks of adopting ITSM will be analyzed supplementing with case studies and practical experience sharing by the instructor.

The program is designed for IT and business professionals who desires to learn IT service management practices systematically through the life cycle of an IT service. It is a good complement to existing ITIL certification exam preparation courses by providing the necessary theories and live applications that most of them miss.

Key Modules:

IT Service Management Foundations

Introduces the IT service lifecycle management through the de facto industry standard ITSM framework – ITIL. The Service Operations and Transitions domains of the ITIL framework will be examined. It covers key elements, processes, functions and roles that an organization required to deliver and support quality IT services to its customers.

IT Service Management in Practices

Focus on the adoption and implementation of the ITSM practices in an enterprise IT organization by looking into the process, people, and technology perspectives. Methods to assess the maturity and optimize existing ITSM capabilities will be explored.

ITIL® Foundation Exam Preparation

Provides a holistic service-centric view of ITIL applications to prepare students for the ITIL Foundation Exam. Materials used are based on the ITIL Foundation certification syllabus.